Page 10 - Fall 2019 Castle MD

The Power of Empathy
By Steve Bovey Quality Supervisor
Conversations that occur at the bedside are some of the most critical conversations for a patient. To us it may be just another day at work, but to the patient it may be an experience they remember for the rest of their life. The sicker the patient, the more critical the conversation. Making the choice to be present with a patient when they are feeling a loss of control and an uncertainty for their future can make a huge difference
in their healing process. When we are present and try to appreciate the patient’s experience from their perspective we can connect with that patient in the true spirit of Aloha. Listening to them with empathy and responding with compassion can be just as powerful as the medications and other therapies that we provide. Here are some tips for those bedside conversations:
1. Do a self-check before entering the patient’s room. What emotions are you bringing in with you? Are you hungry, thirsty, tired, or otherwise distracted? Take a moment to meet your needs first. A well- timed snack, a peek at a favorite cell phone picture, a thought about your next vacation, or just a deep cleansing breath can help you stay calm and centered.
2. Spend a little time up front to connect with the patient. Ask about the circumstances in their life. Be curious about what they are going through and ask, “What worries you the most about
all of this?” Finding the worry behind their chief complaint is an immensely caring and connecting gesture.
3. Actively listen. Good listening is not sitting silently. Good listeners ask questions that promote discovery, insight and understanding. The biggest barrier to communication is that we do not listen to understand, we listen to reply.
4. Empathize. Remember that 93%
of communication is nonverbal including tone, posture and gestures. You can say all the right things in regard to diagnosis and treatment, but unless your body language communicates interest and appreciation for the patient’s experience, the patient will have no idea that you care about them. When you do speak, paraphrase what the patient has said, and check for understanding.
At Adventist Health Castle, “Love Matters,” and empathy is the most powerful expression of love in the healthcare context. So, whatever else you may bring into the patient’s room, always bring your empathy, and your bedside conversation will be one that you both remember.
Our Current
Governing Board
On June 20, Adventist Health Castle’s Governing Board met and welcomed new board members Will Scruggs, MD, and Russell Kim, DDS.
From left: (Front) Joyce Newmyer, President, Adventist Health Pacific Northwest Region; Will Scruggs, MD; and Kathy Raethel, President, AH Castle. (Back) Marios Voulgaridis, MD; Susan Chapman, MD; Ralph Watts, President, Hawai‘i Conference of Seventh-day Adventists; Denis Mee-Lee, MD; Jon Kono; Russell Kim, DDS; Melissa Jackson; Lambert Onuma; and Michael W. Perry. (Not pictured: Mitchell Nishimoto)
10 · FALL ‘19